Paper Title
EVALUATION OF STUDENT SATISFACTION LEVEL TOWARDS ANADOLU UNIVERSITY E-SERVICES THROUGH E-GOVERNMENT MODEL (E-GOVQUAL) AND IMPORTANCE PERFORMANCE ANALYSIS (IPA) METHOD

Abstract
Public services, which are important for the order and continuity of social life, have begun to transform into electronic services (E-service) with the development of information and communication technologies in recent years. In particular, as a result of the widespread use of the Internet and the increase in citizen demands, it has become necessary to provide public services electronically. In addition to facilitating traditional public services, new types of e-services strengthen interaction, cooperation, accessibility, transparency, citizen participation (e-governance), and accountability between citizens and the state. In this context, the research question of “What are the factors affecting citizens’ satisfaction levels towards e-services?”was examined through the example of student satisfaction with the e-services (Anasis, Mergen, E-mail, library, cafeteria, and other transactions) offered by Anadolu University (Eskişehir, Türkiye) through its website and Anadolu mobile application. The data for the analysis was obtained from the survey research that will be used to measure user satisfaction with university e-services of 1,000 students studying at eight different faculties and one graduate school in Anadolu University. These data was analyzed with a unique methodology that uses the E-GovQual model and Importance Performance Analysis (IPA) methods together. The e-GovQual model serves as a framework for evaluating the quality of e-services, allowing a detailed understanding of students’ perceptions. On the other hand, the IPA method will be used to determine the performance level of Anadolu University in the provision of e-services and to understand the areas that require improvement and student expectations. Strategic goals and suggestions were made to decision-makers, students, and researchers in line with the findings obtained in the research. Thus, the research contributes to e-governance and user satisfaction in educational institutions and reveals practical implications for optimizing online platforms to better serve student needs. Keywords - E-Service, Anadolu University, Student Satisfaction, E-Governance, E-Govqual, Importance Performance Analysis (IPA)